In today's lesson we're going to be learning all about...

在今天的課程當中，我們將要學習有關...

Excuse me, sorry

不好意思，抱歉

Hello

哈囉

That's right, we're doing a lesson all about

是的，我們要學習的課程是有關於

Telephone English

電話英語

Talking on the phone can be very stressful, and I'm going to let you into a little secret

講電話會讓人緊張不安，我要告訴你一個小秘密

I used to have a fear of answering the phone

我曾經對接聽電話充滿恐懼

and even now I get very nervous when I have to speak to someone on the telephone

即便到現在當我需要和別人通電話時我還是會很緊張

And it's made even worse when English is not your first language

尤其當英語不是你的母語時，那就更糟了

The reason they're talking on the telephone is so stressful is because you're removing

通電話之所以讓人備感壓力的原因在於

important communication elements such as body language and lip-reading

缺少了溝通上的重要元素，像是肢體語言和讀唇

All you have to rely on is your ear and your voice

你必須完全仰賴你的耳朵和聲音

But in many jobs talking on the phone is a necessity and you require those skills

不過在很多行業裡，通電話是必要的，而你也需要具備這些技能

So, let's talk about telephone business English

那麼就讓我們來談一談電話商用英語吧

And if after this video you feel you need a more comprehensive guide

如果在看過本影片後，你覺得需要一個更全方面的引導

than I do have an ebook available on my website as well

那麼我的網站上也有電子書

and that is available via the link in the description box below

可以藉由下方說明框中的連結取得

So firstly let's look at answering the phone

那麼首先我們先來看看接聽電話

You cannot simply in a work environment answer the phone by saying hello

在工作環境中，你不能在接聽電話時只是簡單的說一句「哈囉」

Because the person on the other end will think that perhaps they've dialed the wrong number

因為在電話另一端的人或許會以為他們打錯電話

So there are a few different ways in which you might answer the phone in a work environment

因此在這裡有幾種不同接聽電話的方法，讓你能夠在工作時運用

But here are a few options. You could answer simply by saying the company name

但這裡有幾個選擇。你可以只說出公司名稱

Jitterbug Limited

Jitterbug Limited

Or you could answer by saying the company name and then your own name

或你可以說出公司名稱和你的名字

Hello, jitterbug limited, Anna's speaking

哈囉，Jitterbug limited，我是 Anna

Or you could answer by saying the company name, your own name and then how may I help you

或者你可以說出公司名稱，你的名字接著問我能夠幫助你嗎

Hello, jitterbug limited, Anna's speaking how may I help?

哈囉，Jitterbug limited，我是 Anna，請問有什麼能夠幫你的嗎？

If you're the person making the call then always start off by saying hello

如果你是打電話的人那麼你總是可以先說「哈囉」

And then it's always good to introduce yourself now you can choose whether you want to just introduce your name

接著先介紹自己總是好的，你可以選擇只是介紹自己的名字

or you could and it's probably better to introduce your name and where you are calling from?

或者你能夠而且這可能更好，你介紹你的名字和你是從哪裡打過來的？

Whether you are a customer, or if you're calling from another company

無論你是個客戶，或是你從另一家公司打電話過來

It's always good to let them know who they're dealing with in the very early stages

讓對方一開始就知道和他們通話的對象是誰總是好的

And always try to be clear and precise when giving this information

在提供這些訊息時確保要清晰且正確

But don't be surprised if you're asked to repeat this information later in the call

不過如果在稍後的通話中被要求再次重複此訊息時也不用太驚訝

So here are some examples

這裡有一些例子

Hello, this is Anna. I'm just calling because...

你好，我是 Anna。我打電話來是因為...

Hello, this is Anna speaking. I'm just calling because...

你好，這是 Anna。我打電話來是因為...

Hello, this is Anna speaking calling from the post office. I'm just calling because...

你好，這是 Anna 從郵局打來的電話，我打電話來是因為...

Some people feel it is more professional to introduce yourself with your full name

有些人認為介紹自己的全名比較專業

However this is a little old-fashioned

然而其實這是比較過時的

But it does depend on the industry in which you work for example if you work for a law firm

但這其實取決於你工作的產業，例如你在律師事務所工作

then that definitely needs a more formal approach

那麼肯定需要比較正式的方法

So in a law firm you would use your full name.

因此在律師事務所裡工作，你會使用你的全名

However in a trendy up-to-date design company then it would be a little bit old-fashioned

然而在一個時髦現代的設計公司裡，在通話中使用你的全名

to be using your full name on the phone

就相對顯得老派

I'm much better to go for the friendly approach of just saying hello, my name's Anna

我會比較傾向於以友善的方法代替只是說你好，我的名字是 Anna

If I'm making the call and there's someone I specifically want to speak to

如果我是打電話的那個人而我特別想和其中某個人說話

or there's a certain Department I want to be put through to

或者我想要被轉接到某個部門

Then I'm going to first speak to the receptionist and ask them to connect me to the right person

那麼我會先和接線生說話並要求他們將我轉接到我要通話的人

Some of the phrases I might use are

這是一些我會使用的句子

Hello, could I speak to Mr. X please

你好，我能和 X 先生通話嗎

Hello, is it Mr. X in today?

你好，請問 X 先生今天在嗎？

Oh Hello, can you put me through to Mr. X please?

你好，可以麻煩你幫我把電話轉接給 X 先生嗎？

Hello, can I have extension 123 please?

你好，可以麻煩幫我轉接到分機 123 嗎？

Oh. If you've been given a special extension number to reach a certain person

喔如果對方給了你一個特別的分機號碼讓你可以找到一個特定人士

then you'll either be asked to dial the extension number in

那麼你會被要求輸入那個分機號碼

or you'll be asked by a receptionist what extension you want

或接線生會詢問你想要轉接的分機號碼為何

and then you just quote the extension number for them to put you through

接著你只要將分機號碼告訴他們幫你轉接即可

Thank you

謝謝你

But if you don't know exactly who it is you need to speak to

不過假使你不確定誰是你需要通話的對象

You just know you need to speak to the marketing manager or the editor or

你只要知道你需要對話的時市場部經理或是主編或者

somebody in the finance department for example, then you'd simply say

舉例來說在財務部門的某個人，那麼你知需要簡單的說

May I speak to someone in the finance department, please?

我可以可財務部門的人通話嗎？謝謝

Can you put me through to the finance department, please?

你可以幫我轉接到財務部門嗎？謝謝

Hello is it possible to speak to the finance manager, please?

你好，麻煩我可以和財務部經理通話嗎？謝謝

If the person you want to speak to is not available

如果你要通話的對象目前不在

Then you will probably be given the option to leave a message

那麼你或許可以選擇留言

Now the information that you'll be expected to leave in a message is as follows

現在你預期要留下的資訊如下

Your name, the company you're calling from, a brief description as to why you're calling

你的姓名，所屬公司名稱，簡短敘述你致電的原因

A call to action. So tell them that you would like them to call you back or

呼籲行動。告訴對方你希望他們能夠回電或

Let them know that you will be calling this afternoon

讓對方知道你將在下午時再次致電

and they should expect your call or ask them to drop you an email perhaps

而他們應該期待你的來電或要求對方發一封電子郵件給你

And then finally a contact telephone number or email address

最後留下你的聯絡電話以及電子郵件信箱

This is really important. If they don't know how to contact you

這是非常重要的。如果對方不知到如何聯絡你

then they won't be able to get back in touch with you

那麼他們將無法與你取得聯繫

Hello, it's Anna here from English like a native. I just wanted to confirm

你好，我是 English like a native 的 Anna。我想要和你確認

What time you'd like your lesson tomorrow?

你希望明天幾點鐘上課？

If you could drop me an email to confirm what time is suitable for you then that would be fantastic

如果你可以發一封電子郵件和我確認你適合的時間那是最好不過的

My email address is Englishlikeanative@email.email

我的電子郵件信箱是 [email protected]

Alright, I will look forward to hearing from you. Bye

那麼，我希望很快可以得到你的回覆。拜

Whether you are making the call or receiving the call, if you have any trouble understanding what the other person is saying

無論你是打電話還是接聽電話的人，如果你不能理解對方說的花

Then don't panic. You could say one of the following lines

不要慌張。你可以說以下的句子

I'm sorry could you repeat that please?

不好意思你可以再重複一次嗎？

Would you mind spelling that out for me?

你介意幫我把字拼出來嗎？

Would you mind speaking slowly for me, please?

你可以說慢一點嗎？謝謝

I'm afraid. This is a very bad line. Could you speak up?

你可以大聲一點嗎？這句子恐怕不是很恰當

Now I'm going to give you eight of the most common telephone phrasal verbs

現在我要給你八個最常用的電話短語動詞

Number one hold on

第一：等等

If you're being asked to hold on then it means wait for a moment, don't do anything

如果你被要求等等，那代表先等一下，不用做任何事

Don't end the call don't go away from the phone. Just wait, hold on

不要切斷電話、不要離開電話。只要等待，等等

Number two hang on

第二：別掛斷

Hang on is exactly the same as hold on. It's just slightly less formal. Hang on a second

Hang on 和 hold on 的意思是一樣的。只是比較不正式。等一下

Number three put through

第三：接通

To be put through or to put somebody through means that you are going to connect to the call

被接通或是幫某人接通代表你將接通這個來電

Hang on a moment. I'll put you through

請等等。我將替你接通

Number four get through

第四：打通

If you get through it means you have been successfully connected

如果你打通了代表你成功的聯繫上對方

If you can't get through it means you've tried to call but you can't connect with anyone

如果你打不通代表你試著撥打電話不過你無法聯繫上任何人

Perhaps nobody is answering the phone or perhaps the phone line is busy

或許無人接聽電話也有可能是電話忙線中

I just can't get through

我就是打不通

Number five hang up

第五：掛斷

If you hang up then you end the call so I could say

如果你掛斷那麼你結束了對話，所以我可以說

He just hung up on me I can't believe it

我真不敢相信他竟然掛我的電話

or I might say wait don't hang up. I think he's just walked in the office now. I'll put you through

或者我可以說，等等不要掛斷，我想他剛走進辦公室了。讓我替你接通電話

Number six Call back

第六：回電

If you call someone back, It means that you are returning their call so you might ask for a call back

如果你回電給某人，那代表你回覆他們，所以你要求他們回電

Hello. Could you call me back in five minutes? I'm very busy right now

哈囉，你可以在 5 分鐘後打給我嗎？我目前正在忙

Number seven. Pick up

第七：接聽

To pick up means to answer the call. So if the phone is ringing. I might say to you. Could you pick that up?

接聽代表接電話。如果電話響了，我會和你說，你可以接一下嗎？

Could you pick up the phone?

你可以接一下電話嗎？

Did you pick up the call?

你有接到電話嗎？

And finally number eight get off

最後是第八：get off

If you get off then you get off the call, you get off the phone, you end the conversation

如果你離開那麼就是掛斷，你掛斷電話，你結束了對話

So I must get off the phone. I'm so sorry. I've got to get off now. Bye

我必須掛斷電話了。不好意思，我必須掛電話了，拜

And on that note I too must get off but before I leave, don't forget to give this video a thumb up if you enjoyed it

我也要用 get off 這句來做結束了，如果你喜歡這支影片在別忘了在我離開以前，幫我點個讚

If you do want a more comprehensive guide to business telephone English then do remember

假使你希望得到對於商用電話英語更全面的引導，那麼記得

There's a link to the e-book down in the description box below

在下面的說明框中有電子書的連結

along with lots of other fantastic links including my social media links

還有其他很棒的連結，包括我的社群網站

So come and follow me on Instagram on Facebook on Twitter if you so desire

如果你想追蹤我的 Instagram、Facebook、Twitter

Otherwise, don't forget to subscribe

還有別忘了要訂閱我的頻道喔

Have a wonderful day, take care and goodbye

祝你有美好的一天，珍重再見